Sanofi Group Sr. Coordinator, Customer Relations in Bridgewater, New Jersey

Summary

The Sr. CS Representative supports the Customer Relations department and our customers in maintaining and enhancing the use and prescribing of Sanofi US products. This position is a seasoned Customer Relations Representative that has been with the department for 3+ years. The position will assist in providing new hire and on-going training as well as providing resolutions to customer inquiries from multiple channels as well as data capture for customer trending and product issues. The team also manages a variety of tools and projects to ensure accurate and efficient service delivery.

Accountabilities

Daily Inquiry Support – consists of daily customer and inquiry follow up management, requires collaboration across different internal and external stakeholders. Sr Coordinator will manage handling customer and patient calls and inquiries and handling to appropriate levels of resolution. Requires collaboration with internal (Legal, Business Leads) and external 3rd (Lash, McKesson) party stakeholders to ensure customer needs are satisfied. Capture larger business opportunities through integrated offerings of products/services such as insourcing external managed customer management services, etc.

Escalations/Voice of the Customer (VOC) Management – Management level handling of escalations of customer issues and resolution that need special handling

SCRBS Project support – engage and participate in process simplification projects as well as keeping up with new technology and improved ways of customer management

SCRBS team leadership activities – consists of assisting team members with training and support for daily operations, clarifying processes, ensuring SOPs are up to date

Challenges

Capture customer inquiries in Siebel database with high level of accuracy

Manage Voice of the Customer (VoC) priority inquiries/escalations through to best possible solution or outcomes with the customer

Function as a liaison between internal departments and external customers, centralizing all contact and information flow

Maintain a high knowledge of products, policies, procedures, contacts, and the pharmaceutical industry; maintain practice of thorough documentation and proofreading

Perform miscellaneous projects as deemed necessary by team management

Assist in creating and maintain training program and documentation; execute new hire training as well as ongoing training to ensure quality and accuracy

Function as lead author or reviewer for departmental procedures and work flow documentation; ensure changes are identified and updated on a regular basis; make recommendations for process improvements Perform Seibel CRM system testing as needed

Function as team lead when CR Manager is out of the office

Education/Experience

Bachelors Degree preferred with 3+ years experience in pharma supply chain and/or customer service 5+ years

Or 5+ years relevant work experience will be considered

Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.

With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe.

Sanofi, Empowering Life

Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.

With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe.

Sanofi, Empowering Life